Telus API Issue impacting OceanConnect Users

We have been notified by Telus that there is an issue with the PSS API affecting Ocean clients using OceanConnect. The impact seems to be limited to marking patients arrived, but we are still investigating. We will update this article as we receive more information from Telus.

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Update 1:30PM: TELUS has confirmed an issue with the stability of the API connections to PSS instances. They are investigating.

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Update 1:40PM: TELUS says the API connections have stabilized and the issue should be resolved. We will continue to monitor.

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Update May 30, 12:10 ET: The issue is recurring intermittently today. Telus is aware of the issue.

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Update June 1, 10:10 ET: The issue went away for a day or so but has returned and a number of clinics are experiencing the PSS arrival arrow issue again this morning. We are seeing the same error message from the TELUS API from those PSS instances and have escalated to TELUS again. TELUS confirmed that they are actively working on the issue. No root cause available from TELUS yet, other than general API instability.

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Update June 1, 3:20 ET: TELUS says the API tunnel is stable again and things should be running normally. We will follow up with TELUS to try to understand the root cause of the API instability.

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Update June 7, 10:30 AM ET: We are seeing the TELUS API failing across multiple sites again in the same manner as previously documented in this ticket. We are escalating to TELUS again. TELUS has acknowledge continuing issues with their API and are investigating. We will update this ticket as information becomes available.

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Update June 8, 11:30 AM ET: It appears that the TELUS API has been stable since approximately 4:30 PM ET yesterday.

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Update June 21, 10:50 AM ET: We are seeing the TELUS API failing across multiple sites again in the same manner as previously documented in this ticket. We have escalated to TELUS again. We will update this ticket as information becomes available.

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Update June 21, 10:00 PM ET: It appears that the TELUS API has stabilized. TELUS is accelerating technical work to reduce the likelihood that the issue will recur.

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Update June 22, 10:50 AM ET: TELUS says they successfully migrated their API endpoint to a new server last night to address the persistent instability.